Franchise Owner/Operations Manager Resume Example

Worked to implement all class programming, and all associated duties critical to the success of the business. Duties included:

• Grew business from 9 active clients at takeover to 256 active clients across 4 different programs and 3 different locations within the city of Seattle.
• Able to work independently and remotely, using expert level Outlook skills in order to organize and create an effective remote working strategy.
• Client Recruitment Coordination: Managed, tracked, and communicated with 300+ client leads each week, using CRM software to organize the workflow and manage the client database across multiple programs. Provided a high touch client recruitment process that both ensured an excellent client experience while also driving sales growth.
• Organized, managed, and analyzed client and potential client data using Advanced Excel skills.
• Evaluated and implemented new processes across the business in order optimize business activity and efficiently support high touch client experience. Including: using advanced Outlook skills to organize calendaring and emails; implementing automation technology with Zapier to streamline communication with potential leads; use of Airtable to organize content.
• Start to finish planned and executed quarterly community events, for 75-150 attendees, regular informational talks with local experts, and participation in large regional resource fairs. Responsible for all logistics coordination for successful execution.
• Pivot to virtual programming during Covid 19, including rollout of virtual classes, virtual meeting spaces for clients, and additional content in order to preserve value and engagement during "Stay Home, Stay Healthy".
• Implement Customer Service "best practices" in order to drive new client sales and retain current clients, ensuring a stellar customer experience.
• Plan and implement all marketing across multiple channels, including: Devised and deployed online marketing plans with effective SEO, social media, and email. Tracked key metrics in order to leverage audience data and target marketing strategies, integrated with customer service best practices, and analyzed user data in order to create content to both nurture new leads and retain current clients.
• Create all marketing materials including fliers and social media graphics, using Canva.
• Developed and implemented an effective sales process.
• Responsible for creating and maintaining vendor relationships with local community partners, including class venues, local parks, and other local businesses.
• Recruited, trained, and managed additional class instructors and program managers to offer additional programming.
• Lead all things to manage the day to day business, including a consistent flow of high volume administrative tasks, client management and creative problem solving.
• Responsible for all budgeting, including: payroll, equipment, rent, taxes, marketing, and all incidentals.
• Create effective workouts based on the needs of women at all stages of motherhood and the programming of the class, while using effective personal training principles and following proper guidelines for working with this special population.